If you’re logged into the device with which you created captures but cannot see them in your Polycam account, it’s possible that you’re logged into a different account than the one used to create those captures. Follow these steps to retrieve your missing captures:
Steps to Retrieve Missing Captures
1. Verify Your Account: Ensure that you’re logged into the correct Polycam account
2. Check Device and App Settings: Once you’ve confirmed the correct account, perform the following checks:
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Ensure Internet Access: Confirm that your device is connected to the internet.
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Update Polycam App: Make sure you are using the latest version of the Polycam app. Check for updates in the App Store (iOS) or Google Play Store (Android).
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Verify Capture Data on Device:
- For iOS: Go to
iPhone Storagein your device settings, locate the Polycam app, and check the amount of storage it’s using. If it’s using more than 100 MB, your data should still be present. - If Less Than 50 MB: If the app is using less than 50 MB, ensure that it hasn’t been recently deleted. If the app was hard-deleted from your device, all associated data would also be deleted. Unfortunately, we cannot recover files that have been deleted from your device.
- For iOS: Go to
3. Re-Login to the Polycam App:
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Log Out: Log out of the Polycam app on your device.
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Log Back In: Log back in to the same account you confirmed earlier.
Important: When logging in, do not tap “Skip >” on the login screen. Instead, tap “Already have an account? Log In >”.
By following these steps, you should be able to locate your missing captures. If you continue to experience issues, please reach out to our support team for further assistance.